To ensure better responsiveness and quality of service in your organization,
during the email triaging stage for Pega Email Bot, a customer service representative
(CSR) can use email to quickly respond to customers to help with requests or reported
issues.
For example, a CSR that receives an email asking about a car
insurance quote can quickly reply to the customer, thanking them for their email and
requesting any additional information necessary to generate their car insurance
case.
The detected sentiment of each email in the thread (positive, negative, or
neutral), is displayed to the left of the sender email address. As a result, the
sentiment pattern is shown for the entire email thread for a triage case. The shown
sentiment helps CSRs to respond quicker and take immediate action for the triage case.
For example, when CSRs notice that an email with a negative sentiment was detected, they
can immediately escalate the reported issue in the email to the correct stakeholders and
send a reply to the user.
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Open a portal by performing one the following actions:
- To open the Case Manager portal, in Dev Studio,
click Launch web interface, and then click
Case Manager.
- To open the Email Manager portal, in Dev Studio, click Launch web interface, and then click
Email Manager.
-
Open a triage case by performing one of the following actions:
- To edit a triage case in the Case Manager portal, in the dashboard view
in the list of cases, click a case name.
- To edit a triage case in the Email Manager portal, in the list of
emails, click an email.
For example: Click ET-733.
-
In the toolbar above the email text, select how to reply for the triage
case:
- To reply only to the user who sent the email, click
Reply.
- To reply to all users in the email thread, click Reply
all.
An icon that is displayed to the left of the sender email address describes
the detected sentiment of the email: positive, negative, or neutral.
-
In the text area, enter a reply to the user's email.
- Optional:
To carbon copy or blind carbon copy additional users in the reply, click
Cc or Bcc.
- Optional:
To attach files to the reply, click Attach Files, and
then select a file.
-
Click Send.
Result: The system displays both the received email and the reply sent to the
user in the triage case details.
What to do next: After a customer service representative takes actions to address the issue reported
in the triage case, for example, by spinning off a related business case and emailing a
reply to the user, they can mark the triage case as completed. For more information, see
Resolving triage cases.